Troubleshooting Best Practices | Technical Support Fundamentals
1) Scenario: You're working in an IT Support position and a user comes to you and says they can't access their online bank account. Choose the best response.
Ans: Can you explain to me in detail what you mean by not being able to access your online bank account? What specific part doesn't work?
2) Scenario: You're working in an IT Support position. You have a computer that won't connect to the network. You've already asked the user all the necessary questions, and now you begin troubleshooting. What's the next best first step you can take?
Ans: Isolate the problem to either the computer or the network.
3) Scenario: You're working in an IT Support position and a user comes to you and says they can't login to their computer. Choose the best response.
Ans: Ask the user, "when was the last time you were able to login? What has changed since then?"
4) Scenario: You're working with a computer that doesn't run your newly installed software correctly. You've already asked the right questions, but you can't seem to isolate the problem to anything specific. Which of the following responses is the next best step to take?
Ans: Restart the computer. It could be an issue of the software installation needing a reboot, restarting takes about 2 minutes.
